The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. He reported that two withdrawals totaling €1,000 had been processed, while three further withdrawals totaling €1,500 remained pending, with delays attributed by the casino to a high volume of requests. We asked for further details and evidence, but he did not respond to our follow-up messages and reminders. As a result, we were unable to continue the investigation and the complaint was closed for the moment.
Wonaco Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €12,000
Wonaco Casino
Safety Index 2.4 Very lowCase summary
Discussion
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3 weeks ago
Translation
Subject: Delayed withdrawals at Wonaco Casino – €12,500 balance
Dear Casino Guru Team,
I am requesting assistance with a problem regarding pending withdrawals at Wonaco Casino (website: https://wonaco-1998.com).
I initially deposited only €40 and played without a bonus. My winnings come from blackjack and sports betting. My current balance, or rather my winnings, total approximately €12,500.
Two withdrawals totaling €1,000 have already been successfully transferred to my account. However, three more withdrawals totaling €1,500 are still pending. One of these withdrawals has been outstanding for about 14 days, and another withdrawal via MiFinity has been waiting for processing for approximately one week.
Customer service explained the delays as being due to a high volume of withdrawals. Upon inquiry, I was also informed that my low VIP status limits the number of simultaneously pending withdrawals and that a maximum of €500 can be withdrawn per day. According to support, this limit cannot be changed manually.
I earned my winnings legitimately and simply want to withdraw my balance. The delays so far and the lack of concrete information about when the next payouts will be made increasingly uneasy.
I therefore ask Casino Guru to investigate the case and assist me in obtaining a clear statement from the casino and the processing of my outstanding withdrawal requests.
I can provide screenshots of the withdrawal requests, my account balance, and communication with customer service as proof.
Thank you for your support.
Best regards
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear DK-Casino,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
Dear DK-Casino,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 weeks ago
TranslationHello Jean,
Thank you for your inquiry.
Unfortunately, the problem is not yet resolved. Two withdrawals totaling €1,000 were successfully processed, but three further withdrawals totaling €1,500 remain pending.
One withdrawal has been pending for approximately 14 days, and another via MiFinity for about a week. Wonaco support continues to attribute the delays to a high volume of withdrawals. However, I have not received a specific withdrawal date.
I would appreciate your continued support so that the case can be resolved and the outstanding amounts paid out.
Please let me know if you require any further evidence or information from me.
Best regards
Automatic translation:
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3 weeks ago
Thank you for the update. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.
- Could you let us know when you made your last successful withdrawal and how long it took to be processed?
- Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?
- Could you please confirm that you have passed the KYC (Know Your Customer) verification?
- Please share a screenshot of your withdrawal history directly to this thread.
Thank you in advance for your reply.
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2 weeks ago
Dear DK-Casino,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
